customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Bank tellers deal most frequently with customers of the bank. They promote the banks products and services, and provide information about the customers personal accounts and related transfers, deposits, savings etc. They order bank cards and checks for the customers, receive and balance cash and checks and ensure compliance with internal policies. They work on client accounts, deal with payments and manage the use of vaults and safe deposit boxes.
Competences and skills
41 ESCO relationsEssential knowledge 4 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceCross-sector
3 competencesbanking activities
The broad and continuously growing banking activities and financial products managed by banks ranging from personal banking, corporate banking, investment banking, private banking, up to insurance, foreign exchange trading, commodity trading, trading in equities, futures and options trading.
financial jurisdiction
Financial rules and procedures applicable to a certain location, whose regulatory bodies decide on its jurisdiction
financial products
The different types of instruments that apply to the management of cash flow that are available on the market, such as shares, bonds, options or funds.
Essential skills and competences 10 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencesconvert currency
Convert valuta from one currency to another at a financial institution such as a bank at the right exchange rate.
offer financial services
Provide a broad range of financial services to clients such as assistance with financial products, financial planning, insurances, money and investment management.
Cross-sector
8 competencescommunicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
handle financial transactions
Administer currencies, financial exchange activities, deposits as well as company and voucher payments. Prepare and manage guest accounts and take payments by cash, credit card and debit card.
maintain financial records
Keep track of and finalise all formal documents representing the financial transactions of a business or project.
maintain records of financial transactions
Collate all the financial transactions done in the daily operations of a business and record them in their respective accounts.
process payments
Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
produce statistical financial records
Review and analyse individual and company financial data in order to produce statistical reports or records.
provide financial product information
Give the customer or client information about financial products, the financial market, insurances, loans or other types of financial data.
trace financial transactions
Observe, track and analyse financial transactions made in companies or in banks. Determine the validity of the transaction and check for suspicious or high-risk transactions in order to avoid mismanagement.
Optional knowledge 9 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencesactuarial science
The rules of applying mathematical and statistical techniques to determine potential or existing risks in various industries, such as finance or insurance.
core banking software
The selection of software for core banking activities management (e.g. deposits, payments, loans, bank transactions, customer data) and other functions related to banking.
digital
foreign valuta
The currencies of different countries such as the euro, dollar or yen including their exchange rate and the methods of currency conversion.
Cross-sector
6 competencesaccounting techniques
The techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.
economics
Economic principles and practices, financial and commodity markets, banking and the analysis of financial data.
electronic communication
Data communication performed through digital means such as computers, telephone or e-mail.
digital
financial markets
The financial infrastructure which permits trading securities offered by companies and individuals govern by regulatory financial frameworks.
health and safety regulations
Necessary health, safety, hygiene and environmental standards and legislation rules in the sector of particular activity.
green
securities
The financial instruments traded in financial markets representing both the right of property over the owner and at the same time, the obligation of payment over the issuer. The aim of securities which is raising capital and hedging risk in financial markets.
Optional skills and competences 18 competences
Occupation specific
4 competencesensure safe transport of money
Make sure the money, security papers and valuables are packed and stored properly according to legislation and see to secure transports by personally handling the goods and possibly checking the security systems in vehicles.
manage bank vault
Monitor, verify and manage the vault’s money supply, check the stored valuables of the safe and carry out other vault formalities.
manage vault access
Ensure access to vaults is granted to authorised persons and open the vault for financial transactions. Provide vault attendant services.
operate money-processing machine
Tend and monitor the machines that count and sort the notes and coins, verify their authenticity and good condition for circulation.
Sector-specific
4 competencesarchive documentation related to work
Select relevant documentation related to the ongoing or complete work and take steps to archive it in a way that ensures its future accessibility.
create a financial report
Finalise project accounting. Prepare an actual budget, compare the discrepancy between the planned and actual budget, and draw final conclusions.
guarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
manage digital archives
Create and maintain computer archives and databases, incorporating latest developments in electronic information storage technology.
digital
Cross-sector
10 competencesadvise on financial matters
Consult, advise, and propose solutions with regards to financial management such as acquiring new assets, incurring in investments, and tax efficiency methods.
attach accounting certificates to accounting transactions
Collate and link documents such as invoices, contracts, and payment certificates in order to back up the transactions made in the accounting of the company.
ensure proper document management
Guarantee that the tracking and recording standards and rules for document management are followed, such as ensuring that changes are identified, that documents remain readable and that obsoleted documents are not used.
maintain customer records
Keep and store structured data and records about customers in accordance with customer data protection and privacy regulations.
obtain financial information
Gather information on securities, market conditions, governmental regulations and the financial situation, goals and needs of clients or companies.
operate financial instruments
Work with financial instruments such as stocks, bonds, mutual funds and derivatives.
order supplies
Command products from relevant suppliers to get convenient and profitable products to purchase.
perform clerical duties
Perform administrative tasks such as filing, typing up reports and maintaining mail correspondence.
prepare financial statements
Collect, entry, and prepare the set of financial records disclosing the financial position of a company at the end of a certain period or accounting year. The financial statements consisting of five parts which are the statement of financial position, the statement of comprehensive income, the statement of changes in equity (SOCE), the statement of cash flows and notes.
protect client interests
Protect the interests and needs of a client by taking necessary actions, and researching all possibilities, to ensure that the client obtains their favoured outcome.